10 things you need to know before choosing a CRM

Bryan AndersonGeneral Product Manager, CRM@dominiondealerpinterest.com/dominiondsbryan.anderson@drivedominion.com

Quick Bio1984-1990 Automotive

Retail1987-1988 Founder –

Autobase1988-2007 President –

Autobase2007-2012 Product - DDS

Books publishedFloor Traffic is for Green Peas7 Months to CRM Greatness

Member since: August, 2011pinterest.com/bryananderson

Member since: August 2010@bryan_autobase

Member since: July, 2011Bryan.Anderson@drivedominion.com

Member since: January 2, 2007andbry@gmail.com

Agenda

1. Review 10 things to consider

2. Develop some action items

3. Envision the CRM of the future

10 Things to Know Before Choosing a CRM

1. Research History 2. Confirm Expertise3. Verify Stability4. Evaluate Platform5. Identify Partnerships6. Consider On-boarding7. Explore Education 8. Investigate Support9. Request Roadmap10. Review Contracts

1. Research Historyhttp://upload.wikimedia.org/wikipedia/commons/1/11/Emanuel_Leutze_-_Washington_Crossing_the_Delaware_-_WGA12909.jpg

2. Confirm Expertisehttp://www.nikhathi.com/wp-content/uploads/2012/05/Albert-Einstein-albert-einstein-1280x1024.jpg

3. Verify Stabilityhttp://www.building-wallpapers.net/user-content/uploads/wall/o/64/extraordinary_monument_leaning_tower_of_pisa_wallpaper.jpg

4. Evaluate Platform

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5. Identify Partnerships

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6. Consider On-boarding

http://www.umac.org/images/sensors/endeavourLaunchBig.jpg

7. Explore Education

http://pauling_d.dragonsites.org/files/2009/10/stott-apple-books.jpg

Autobase, Inc. Sales Development Index - Surveys 1995, 2003, 2011

Quantity vs. Quality

Today

Early CRM

Pre CRM

0 50 100 150 200 250 300 350

CallsLettersEmails & Digital

8. Investigate Support

http://ksgall13.me.holycross.edu/files/2012/07/Bridge.jpg

9. Request Roadmap

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10. Review Contractshttp://www.makingthemomentscount.com/wp-content/uploads/2011/01/magnifying-glass.jpg

Action items…

• Establish your goals and objectives• Build your own CRM due diligence checklist• Develop a tool to measure your CRM process impact• Build or rebuild your process playbook• Develop customer-centric focus

Process Impact SurveyPervasive and complete – high impact

5Some positive impact

3Little or no impact

0

The Future of CRM

1. Frictionless2. Mobile3. Social4. Dynamic5. Connected

Questions?

Mobile/SMS: 317-418-7430

Email: Bryan.Anderson@drivedominion.com

http://www.slideshare.net/bryan_autobase

Thank you